SaaS Web installe OTRS<\/a>\u00a0sur une machine virtuelle Linux d\u00e9di\u00e9e (domaine propre, propre certificat SSL – mais pas obligatoire, il peut \u00e9galement \u00eatre utilis\u00e9 avec un sous-domaine existant ou un certificat existant) dans la version actuelle disponible gratuitement ; si on le souhaite, la variante Business Solutions est utilis\u00e9e (version payante)<\/p>\nUne fois install\u00e9, SaaS Web prend en charge les mises \u00e0 jour, effectue les sauvegardes quotidiennes et surveille le syst\u00e8me afin d’intervenir rapidement si quelque chose ne fonctionne pas comme il se doit.<\/p>\n
Utilisez OTRS comme interface de service \u00e0 la client\u00e8le<\/h3>\n
OTRS peut parfaitement \u00eatre utilis\u00e9 pour r\u00e9pondre, g\u00e9rer, distribuer et archiver toutes les\u00a0demandes des clients (tickets d\u2019incident) re\u00e7us par t\u00e9l\u00e9phone ou par e-mail. Il existe deux types d\u2019interface utilisateur param\u00e9trables en fonction de la taille de l’entreprise ou des services propos\u00e9s\u00a0\u00e0 la client\u00e8le. Apr\u00e8s l\u2019installation et le param\u00e9trage, chaque utilisateur a acc\u00e8s aux tickets et peut en cr\u00e9er de nouveau.<\/p>\n
Chaque e-mail re\u00e7u am\u00e8ne l\u2019ouverture d\u2019un nouveau ticket et dispose d’un\u00a0ID propre afin que la communication avec le client\u00a0puisse \u00eatre\u00a0correctement suivie. Les demandes de renseignements peuvent \u00eatre trait\u00e9es par assignation (une \u00e9quipe peut \u00eatre d\u00e9di\u00e9e \u00e0 un sujet particulier) ou d\u00e9plac\u00e9es en file d\u2019attente.<\/p>\n
OTRS dans l’entreprise (pour le service informatique)<\/h3>\n
OTRS s’int\u00e8gre \u00e9galement parfaitement \u00e0 l’organisation interne d’une entreprise, notamment au service\u00a0IT: coordination du traitement des demandes, documentation des demandes… OTRS peut, par exemple, se connecter avec Nagios-logiciel de supervision. Ainsi Nagios peut d\u00e9tecter une panne et ouvrir automatiquement un ticket dans OTRS. Le personnel du service d\u2019assistance est alors imm\u00e9diatement notifi\u00e9. Les pannes de r\u00e9seau, de serveur ou de service sont plus rapidement trait\u00e9es.<\/p>\n
<\/p>\n
<\/p>\n","protected":false},"excerpt":{"rendered":"
OTRS – \u00e0 l’origine Open Ticket Request System, acronyme aujourd’hui pour Open Technology Real Services\u00a0– est un syst\u00e8me de notification de demandes \u2013 commun\u00e9ment appel\u00e9es tickets- \u00e9prouv\u00e9 pour les entreprises. OTRS manag\u00e9 par\u00a0SaaS Web SaaS Web installe OTRS\u00a0sur une machine virtuelle Linux d\u00e9di\u00e9e (domaine propre, propre certificat SSL – mais pas obligatoire, il peut \u00e9galement …
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OTRS manag\u00e9 par\u00a0SaaS Web SaaS Web installe OTRS\u00a0sur une machine virtuelle Linux d\u00e9di\u00e9e (domaine propre, propre certificat SSL – mais pas obligatoire, il peut \u00e9galement ... 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